Customer Retention Consultant

Are you committed to bringing your best to life every day?

At MLC Life Insurance, we’re proud of our history of protecting Australians for over 135 years. We provide flexible, affordable, and innovative insurance products to almost 1 million Australians. We’re Australian-led and managed, and part of a global network through our partnership with one of the world’s leading life insurers, Nippon Life Insurance Group.

We’re driven by a powerful purpose, providing our customers and their families with a Promise for Life to be there when they need us most - and that’s a great purpose to bring us together at work every day.

We work hard to deliver a total customer experience that keeps our customers and partners at the forefront of all our decisions. We’re a values-driven business that strives for high performance and growth as we look towards the future.

**The Role**

We currently have an opportunity within our Retention and General Advice team as a General Advice Associate. This opportunity is open to work from our Melbourne office in conjunction with our hybrid work from home options.

Working within this collaborative team, your primary responsibility will be supporting our customers with inbound and outbound calls and providing general advice.

You will support and educate customers who are at risk of lapse or cancellation of their policy. You will also provide quotes on existing cover.

**I**n this role, you will**:

- Have engaging conversations with clients to ensure their level of cover is adequate for their personal circumstances;
- Build relationships with customers to educate and provide solutions tailored to address their concerns;
- Identify customer needs through appropriate questioning techniques to determine motivation;
- Provide help for customers who are going through financial hardship
- Ensure compliance with external legislation, company standards and internal operating policies and procedures; and
- Proactively work with your team to achieve business outcomes through building relationships.

This opportunity has a rotating fortnightly roster **Monday to Friday** from **8.30am to 5pm and 9.30am to 6pm.**

**About you**

To be successful in this role you will be someone who thrives working in a fast-paced environment. You will be customer and solutions focused and show genuine empathy. You will have a resilient mindset which helps guide our customers through a diverse range of situations and ensure the customer journey is engaging, supportive and in line with company processes.

You will also have:

- Demonstrated experience in a customer-facing or contact centre environment, with a strong ability to handle a variety of customer needs and deliver exceptional service. Proven capability in managing conversations with empathy, professionalism, and efficiency.
- While not essential, previous experience in a sales environment is highly regarded. This includes the ability to identify customer needs, present suitable solutions, and build rapport that supports customer retention and satisfaction.
- Excellent verbal and written communication skills, with the ability to clearly articulate information, actively listen, and adapt messaging to suit different audiences. Confidence in managing both inbound and outbound customer interactions with clarity and professionalism

Bringing our best to life - why join us?
- We do work that makes a genuine difference to our customers, partners and community.
- We have a supportive, inclusive and flexible team culture, including hybrid working.
- We support your growth and development, and careers across our business units and teams that are as unique as our people.
- We reward and celebrate our successes, through our incentive and recognition programs.
- We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave and our Family Life hub.
- We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our sustainability commitments.

**Primary Location**: AU-VIC-Docklands

**Work Locations**: Level 14, 727 Collins St Level 14 727 Collins St Docklands 3008

**Job**: Operations

**Organization**: MLC Limited

**Schedule**: Permanent

**Employee Status**: Group Level 2

Full-time

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**Job Posting**: 15-Jun-2025, 11:40:40 PM